People Profilers | CRM Executive
1 week ago
Responsibilities:
Leading and managing NPS for company and dealers to ensure that NPS targets are met monthly.
Managing and leading franchise brand ownership benefits programs and CRM activities.
Ensuring timely submission of signups to program partners.
Ensuring all CRM activities related to the franchise brands are executed according to the requirements and the respective Brands.
Responsible for Customer Relationship Management (CRM) function and processes to engage current and future customers.
Managing the Customer Feedback Management (CFM) system & ensuring all live cases are monitored closely, liaising with stakeholders to ensure each case is handled, resolved, and closed promptly, and updating them in Salesforce.
Disseminating all written feedback (letters, emails, website, customer feedback, etc.) to the respective managers in the department: Sales, Parts, Service, others including Managing Director, department head, Legal department, and Franchise Principals (where necessary) immediately upon receipt.
Compiling and analyzing customer complaints/feedback statistics regularly (weekly & monthly) to determine areas for improvement in operations with the objective of improving service levels and meeting customer expectations.
Managing and attending to all administration and reports on customer feedback, Customer Service Index (CSI) & Customer Viewpoint (CVP) that such information would be used by respective Managers to improve service levels and/or operations. Analyzing and interpreting CVP/CSI trends.
Responsible for managing and achieving principal set retail standards (CVP, Mystery Shopping, Podium).
Management of customer database for purposes of introducing customer programs: loyalty, etc.
Updating and maintaining database accuracy and quality.
Overall Salesforce system management for Sales & Aftersales, Marketing & CRM.
Requirements:
Diploma in Business/ Marketing or equivalent.
1 to 3 years experience in customer-facing work environment including managing IT administration i.e., Salesforce.
Good knowledge of Microsoft Office applications i.e., MS PowerPoint.
5 days, office hours, Alexandra.
All successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.
Kindly email your resume in a detailed
Word format
to
.
We regret that only shortlisted candidates will be notified.
People Profilers Pte Ltd
Tel:
6950 9754
EA Registration Number: R22110899
EA License number: 02C4944
EA Personnel: Celeste Wong Xin Yann
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